Operations Manager

The Project manager will assist in establishing project Objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze operational data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

JOB DESCRIPTION

Hiring, training, coaching, and leading process representatives as they provide support for customers.

Knowledge on SLA, AL ,AHT, Shrinkage, Attrition, Roaster Planning, CSAT, NPS, Quality Parameters, Abandon %, WBR, MBR, QBR, First hand Resolution, Dailers.

Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representativesLeading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.

Assisting other management team members in identifying trends and establishing call center goals.

Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

REQUIREMENT

Experience: Yes, 4 Years Experience

Education: Graduates and additional certification would be an add-on

Salary: Upto 6.5 lakhs an annum